Support

Questions related to site access, eligibility, product discount disclosures, returns and more are detailed in this FAQ. Additional support can be found below.

Refunds and Returns

SkinMedica®, REFRESH® and Lastacaft® products are non-refundable and non-returnable unless the product is defective or the user has an adverse reaction to using the product*.

Employees are responsible for reporting product complaints and any adverse reactions for SkinMedica by calling 1 (866) 867-0110, option 3 and calling 1 (800) 678-1605 option 3 for product complaints or option 5 for adverse reactions for REFRESH and Lastacaft. Expired products cannot be returned.

Any item not in its original condition or damaged for reasons not due to AbbVie error is not returnable.

Please note that e-Gift Cards are non-refundable.

Refunds (if applicable)

Once your return is received, we will notify you by email. We will also inform you if the refund is approved or rejected. If approved, a refund credit will automatically be applied to your original method of payment.

Late or Missing Refunds (if applicable)

There is often processing time before refunds are posted. However, if you do not receive a refund within 5 days, please check your account and/or contact your credit card company or bank.

If you have taken these steps and still have not received your refund, please contact us.

Exchanges (if applicable)

We only replace items if defective or damaged. If this is the case, please contact us.

Refunds, Returns, Exchanges and Shipping Claims (if applicable)

Refunds, Returns, Exchanges and Shipping Claims are only valid when received within the first 45 days of purchase.  Processing may take up to 5-10 business days or more to complete.

Shipping Your Return

To return your product, please mail it to: AbbVie Product Shop, 2525 Dupont Drive T2-0D, Irvine, CA 92612.

Employees are responsible for return shipping costs, which are non-refundable. For items over $100, please consider using a trackable shipping service or purchasing shipping insurance.

Shipping

The AbbVie Product Shop uses discounted shipping through FedEx for all orders in the Continental U.S.  Orders for Puerto Rico are shipped vis USPS. All orders are processed at our Irvine, CA location during normal business hours (Monday - Friday 8:00 a.m. to 5:00 p.m. Pacific Time) and generally ship within 1-2 business days after an order has been placed.  Processing times may vary.

The AbbVie Product Shop assumes no responsibility for packages that are marked delivered by FedEx and assumes no responsibility for lost or missing packages. In these instances, please contact us so we can open a claim with FedEx and Shipsurance. The claims process can take anywhere from 5-15 business days.

Due to contracts in place with FedEx and AbbVie, shipments are only insured for items lost or damaged by FedEx.  Stolen packages are not covered by FedEx and/or Shipsurance.  All claims are subject to review and approval by FedEx and/or Shipsurance.

Average shipping costs for Ground Delivery in the Continental U.S. are $12-$18 and may vary due to size and destination of shipment. AbbVie does not subsidize shipping costs.

If you have any additional questions, please contact us.

Allē Employee Rewards

Information on Allē Employee Rewards, formerly Brilliant Distinctions, can be found here.

Irvine Store Hours

Monday - Thursday 8:00 am - 5:00 pm and Friday 8:00 am - 3:00 pm.  Closed for lunch from 1:00 pm - 2:00 pm.  The store closes at 12:00 pm on the last work day of the month for inventory.